From: <[redacted]>Date: Mon, Mar 30, 2015 at 9:02 AMSubject: RE: Revdex.com Complaint #[redacted] - .[redacted] - [redacted]To: [redacted]Cc: [redacted]Good Morning, Please advise the customer to file the rebuttal dispute with the [redacted]. The [redacted] Representative is Karen R[redacted] and can be reached directly at [redacted]. A credit and collection hold will be placed on the account while the complaint is pending before the Commission so there will be no collection action taken during this time . Thanks, Linda M. B[redacted]| Escalated Investigations Representative Pepco Holdings, Inc. | Customer Relations[redacted]
[redacted]
[redacted]
March 24, 2015Dear [redacted]:This letter serves to respond to the inquiry regarding the delay in the installation of a Net Energy Meter for the above referenced customer. I have reviewed the process involved with installation of the meter and offer the following information.Review of our records...
reflects that we received a copy of the final electrical inspection certificate from the customer's contractor on February 5, 2015. Under normal circumstances once the certificate is received, a Net Energy Meter is installed within approximately a week to 10 days. However, due to a backlog of meter install requests there has been a delay in the installation of the meters.The meter for the above referenced customer was scheduled to be installed on March 23, 2015. I trust upon receipt of our response to the Revdex.com, the meter has been installed. Please extend our sincere apologies to the customer for the delay in the installation of the meter.Stan P
This letter serves as a response to your inquiry on behalf of our mutual customer, Ms. [redacted], regarding her deposit refund.On December 13, 2013, the customer paid a deposit in the amount of $146.00. Deposits and accrued interest are refunded to customers upon demonstration of good paying...
habits over the course of twelve consecutive months. The refund eligibility requirements were met on this account in November 2014 and accrued interest of $0.12 was applied to the account. However, the refund for the deposit balance of $146.00 required manual processing, which was delayed due to an internal billing system conversion. The manual process is now complete, and the customer will receive a refund in the amount of $146.00 within the next ten to fifteen business days.Please convey our apologies to Ms. [redacted] for the delay and that it was necessary for her to contact us more than once to resolve this issue. I trust this information will address the customer's concerns.
[redacted]
[redacted]
[redacted] SUMMARY REPORT Date: 03/19/15 Pepco Representative’s Name: [redacted]
Type of Inquiry [redacted]
[redacted]
[redacted]...
[redacted]
[redacted] Agency Representative’s Name: Karen R[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted] Part II: Type of Investigation Initial Bill: Final Bill: High Bill: Metering: Other: If Other, Customer states that payments made are being applied to the account for apartment Disputed Amount: describe: unit #1B in error. The customer lives in apartment unit 2B. Internal Use Only: Does inquiry have an impact on the billing? If so, issue 4S waiver and check here: Part III: Meter Information Meter Test Request: Yes: No: . Test Results: Light Load Heavy Load: Overall: Previous Meter Test Date: Additional Comments: Page 1 Escalated Investigations Summary Report Page 2Part V: Summary Statement RE: [redacted] [redacted] Disputed amount: $ On April 12, 2013, our records show an electric account was established for [redacted]
[redacted], when the customer requested new service at this location by phone. On October 9, 2014, [redacted] contacted us by phone and advised that they lived at [redacted] in [redacted] and not in [redacted]. We have no prior record of the customer contacting prior to October 9, 2014 to indicate that they were being billed for the incorrect apartment unit. The Customer Service Representative initiated a new account for [redacted] the correct apartment unit at [redacted]
[redacted] ** with an effective Move-In date of April 12, 2013. An account investigation was also issued on the incorrect account [redacted] to cancel all of the billing previously issued on this account and to move payments made by [redacted] to the correct Pepco Account. Pepco has taken the following corrective actions: ? All previous billing for the incorrect apartment unit [redacted] have been cancelled. A new electric account [redacted]
[redacted] has been established in the name of [redacted] for unit 2B with a Move-In date of April 12, 2013. All customer payments previously applied to #unit 2B for a total of $1,533.32 have been applied to the customers correct account record for unit 1B. A new party pending deposit request of $ 152.00 has also been waived. Payment Date Amount Payment Date Amount 05/25/13 $69.02 04/10/14 $85.45 07/08/13 $60.41 05/12/14 $72.06 08/07/13 $80.41 06/09/14 $69.23 09/08/13 $66.60 07/09/14 $66.95 10/08/13 $68.74 08/11/14 $57.66 11/06/13 $55.49 09/08/14 $52.71 12/09/13 $67.28 10/09/14 $66.33 01/08/14 $93.40 11/10/14 $59.51 02/11/14 $96.03 01/06/15 $143.12 03/12/14 $84.65 02/13/15 $118.27 Grand Total $1,533.32 The customer will need to re-register for Pepco’s My Account online access using the correct account # [redacted]. The customer will need to use this account number #[redacted] when rendering any payments or when contacting Pepco to discuss the account. I have attached a billing history statement to show the account activity for the correct apartment unit #1B. This statement reflects all of the payments that have been applied to the correct account through 2/19/15. A new bill will be generated on March 23, 2015. As always the customer can contact us to set up a time payment arrangement if necessary. I hope this information is helpful in responding to the concerns of the customer.
From: <[redacted]@pepco.com>Date: Fri, Feb 27, 2015 at 11:43 AMSubject: RE: Revdex.com Complaint #[redacted] - [redacted] NW, WDC [redacted] / [redacted]To: [redacted]@myRevdex.com.orgCc: [redacted]@pepco.com, [redacted]@pepco.comGood Morning, A conference call was conducted with the customer...
on February 25, 2015, and we explained what had occurred on his account. We agreed to issue a courtesy credit adjustment for $170.00 to resolve his complaint. Please feel free to contact me if you have any further questions. Thanks, Linda *. B[redacted]| Escalated Investigations Representative Pepco Holdings, Inc. | Customer Relations701 Ninth Street N.W. | Washington, DC 20068o: ###-###-#### |[redacted]@pepco.com
February 11, 2015Dear [redacted]:Thank you for contacting us on behalf of [redacted], regarding the delays and difficulties he experienced while attempting to enroll his account in Pepco's on-line payment system, My Account.We sincerely apologize that [redacted] encountered problems when he...
attempted to enroll in My Account and that his initial experiences with Pepco did not meet his expectations. Although extensive time and effort was dedicated to ensuring every aspect of our billing system conversion was seamless and as transparent to our customers as possible, it is not unusual for some unforeseen issues to occur during an extensive billing system conversion.I am pleased to report that our records indicate that [redacted] is now successfully accessing My Account to view and pay his bills online. Further, we feel confident that [redacted]' future interactions with Pepco will exemplify our commitment to provide quality customer service, which is one of our primary goals.Pepco does not charge fees for establishing service; however, a security deposit of $92.00 was billed to [redacted] and subsequently paid on January 9, 2015. We have opted to reverse the security deposit requirement; therefore, the deposit payment of $92.00 will be applied to [redacted]' energy charges on his next monthly bill.I trust this information will assist in responding to [redacted]' concerns. If you have any further questions, please contact me.Sincerely,Harvey H
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:I do not accept the response from PEPCO. According to Part V: Summary Statement, I paid $1,533.32 from May 25, 2013 to February 13, 2015. However, after applying my payments to the correct apartment, PEPCO insists I still owe a remaining net amount of $2,427.27. Please justify why I owe so much more than what I already paid!Furthermore, I should not have to pay additional money. Assuming the remaining balance of $2,427.27 is correct, I was never afforded the opportunity to reduce my apartment’s electricity use. For instance, perhaps Meter # [redacted] has malfunctioned or I could have not run certain electrical devices. PEPCO should give me the following:· Stop the automated bill pay for my account. I cancelled the last one because the charges were for over $2000.· Give me a monthly itemized listing of my payments against actual amount due. I need to know how much I was under-billed each month since April 2013· Give me a maintenance report on Meter # [redacted].
Regards,
[redacted]
February 25, 2015Dear [redacted]:This is in response to your inquiry on behalf of [redacted], regarding the accuracy of his bill issued on January 28, 2015, as compared to his bill issued on December 22, 2014.On December 22, 2014, a bill was issued for the service period from November 18, 2014...
to December 17, 2014, for 754 kilowatt hours in the amount of $37,98. This amount represented the Pepco Distribution charges only. The customer's third party supplier ([redacted]) charges were not provided to us and therefore were not reflected on the bill. A message was printed on page three of the invoice, advising the customer to expect these charges to be reflected on the next statement.On January 28, 2015, a bill was issued for the service period from December 17, 2014 to January 26, 2015, for 1509 kilowatt hours in the amount of $285,23. This amount represents the charges for bothPepco and [redacted] for the current service period only, from December 17, 2014 to January 26, 2015.The customer has not been billed for any charges from [redacted] for the period from November 18, 2014 to December 17, 2014. We have confirmed that the kilowatt hour usage data was electronically transmitted to the supplier for billing; however, Pepco cannot address any third party supplier billing issues. The customer will need to contact [redacted] to inquire about the status of the billing for this service period.I hope this information is helpful in addressing [redacted]'s concerns.Sincerely,Linda B
From: <[redacted]>Date: Mon, Mar 30, 2015 at 9:02 AMSubject: RE: Revdex.com Complaint #[redacted] - .[redacted] - [redacted]To: [redacted]Cc: [redacted]Good Morning, Please advise the customer to file the rebuttal dispute with the [redacted]. The [redacted] Representative is Karen R[redacted] and can be reached directly at [redacted]. A credit and collection hold will be placed on the account while the complaint is pending before the Commission so there will be no collection action taken during this time . Thanks, Linda M. B[redacted]| Escalated Investigations Representative Pepco Holdings, Inc. | Customer Relations[redacted]
[redacted]
[redacted]
March 24, 2015Dear [redacted]:This letter serves to respond to the inquiry regarding the delay in the installation of a Net Energy Meter for the above referenced customer. I have reviewed the process involved with installation of the meter and offer the following information.Review of our records...
reflects that we received a copy of the final electrical inspection certificate from the customer's contractor on February 5, 2015. Under normal circumstances once the certificate is received, a Net Energy Meter is installed within approximately a week to 10 days. However, due to a backlog of meter install requests there has been a delay in the installation of the meters.The meter for the above referenced customer was scheduled to be installed on March 23, 2015. I trust upon receipt of our response to the Revdex.com, the meter has been installed. Please extend our sincere apologies to the customer for the delay in the installation of the meter.Stan P
This letter serves as a response to your inquiry on behalf of our mutual customer, Ms. [redacted], regarding her deposit refund.On December 13, 2013, the customer paid a deposit in the amount of $146.00. Deposits and accrued interest are refunded to customers upon demonstration of good paying...
habits over the course of twelve consecutive months. The refund eligibility requirements were met on this account in November 2014 and accrued interest of $0.12 was applied to the account. However, the refund for the deposit balance of $146.00 required manual processing, which was delayed due to an internal billing system conversion. The manual process is now complete, and the customer will receive a refund in the amount of $146.00 within the next ten to fifteen business days.Please convey our apologies to Ms. [redacted] for the delay and that it was necessary for her to contact us more than once to resolve this issue. I trust this information will address the customer's concerns.
[redacted]
[redacted]
[redacted] SUMMARY REPORT Date: 03/19/15 Pepco Representative’s Name: [redacted]
Type of Inquiry [redacted]
[redacted]
[redacted]...
[redacted]
[redacted] Agency Representative’s Name: Karen R[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted] Part II: Type of Investigation Initial Bill: Final Bill: High Bill: Metering: Other: If Other, Customer states that payments made are being applied to the account for apartment Disputed Amount: describe: unit #1B in error. The customer lives in apartment unit 2B. Internal Use Only: Does inquiry have an impact on the billing? If so, issue 4S waiver and check here: Part III: Meter Information Meter Test Request: Yes: No: . Test Results: Light Load Heavy Load: Overall: Previous Meter Test Date: Additional Comments: Page 1 Escalated Investigations Summary Report Page 2Part V: Summary Statement RE: [redacted] [redacted] Disputed amount: $ On April 12, 2013, our records show an electric account was established for [redacted]
[redacted], when the customer requested new service at this location by phone. On October 9, 2014, [redacted] contacted us by phone and advised that they lived at [redacted] in [redacted] and not in [redacted]. We have no prior record of the customer contacting prior to October 9, 2014 to indicate that they were being billed for the incorrect apartment unit. The Customer Service Representative initiated a new account for [redacted] the correct apartment unit at [redacted]
[redacted] ** with an effective Move-In date of April 12, 2013. An account investigation was also issued on the incorrect account [redacted] to cancel all of the billing previously issued on this account and to move payments made by [redacted] to the correct Pepco Account. Pepco has taken the following corrective actions: ? All previous billing for the incorrect apartment unit [redacted] have been cancelled. A new electric account [redacted]
[redacted] has been established in the name of [redacted] for unit 2B with a Move-In date of April 12, 2013. All customer payments previously applied to #unit 2B for a total of $1,533.32 have been applied to the customers correct account record for unit 1B. A new party pending deposit request of $ 152.00 has also been waived. Payment Date Amount Payment Date Amount 05/25/13 $69.02 04/10/14 $85.45 07/08/13 $60.41 05/12/14 $72.06 08/07/13 $80.41 06/09/14 $69.23 09/08/13 $66.60 07/09/14 $66.95 10/08/13 $68.74 08/11/14 $57.66 11/06/13 $55.49 09/08/14 $52.71 12/09/13 $67.28 10/09/14 $66.33 01/08/14 $93.40 11/10/14 $59.51 02/11/14 $96.03 01/06/15 $143.12 03/12/14 $84.65 02/13/15 $118.27 Grand Total $1,533.32 The customer will need to re-register for Pepco’s My Account online access using the correct account # [redacted]. The customer will need to use this account number #[redacted] when rendering any payments or when contacting Pepco to discuss the account. I have attached a billing history statement to show the account activity for the correct apartment unit #1B. This statement reflects all of the payments that have been applied to the correct account through 2/19/15. A new bill will be generated on March 23, 2015. As always the customer can contact us to set up a time payment arrangement if necessary. I hope this information is helpful in responding to the concerns of the customer.
From: <[redacted]@pepco.com>Date: Fri, Feb 27, 2015 at 11:43 AMSubject: RE: Revdex.com Complaint #[redacted] - [redacted] NW, WDC [redacted] / [redacted]To: [redacted]@myRevdex.com.orgCc: [redacted]@pepco.com, [redacted]@pepco.comGood Morning, A conference call was conducted with the customer...
on February 25, 2015, and we explained what had occurred on his account. We agreed to issue a courtesy credit adjustment for $170.00 to resolve his complaint. Please feel free to contact me if you have any further questions. Thanks, Linda *. B[redacted]| Escalated Investigations Representative Pepco Holdings, Inc. | Customer Relations701 Ninth Street N.W. | Washington, DC 20068o: ###-###-#### |[redacted]@pepco.com
February 11, 2015Dear [redacted]:Thank you for contacting us on behalf of [redacted], regarding the delays and difficulties he experienced while attempting to enroll his account in Pepco's on-line payment system, My Account.We sincerely apologize that [redacted] encountered problems when he...
attempted to enroll in My Account and that his initial experiences with Pepco did not meet his expectations. Although extensive time and effort was dedicated to ensuring every aspect of our billing system conversion was seamless and as transparent to our customers as possible, it is not unusual for some unforeseen issues to occur during an extensive billing system conversion.I am pleased to report that our records indicate that [redacted] is now successfully accessing My Account to view and pay his bills online. Further, we feel confident that [redacted]' future interactions with Pepco will exemplify our commitment to provide quality customer service, which is one of our primary goals.Pepco does not charge fees for establishing service; however, a security deposit of $92.00 was billed to [redacted] and subsequently paid on January 9, 2015. We have opted to reverse the security deposit requirement; therefore, the deposit payment of $92.00 will be applied to [redacted]' energy charges on his next monthly bill.I trust this information will assist in responding to [redacted]' concerns. If you have any further questions, please contact me.Sincerely,Harvey H
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:I do not accept the response from PEPCO. According to Part V: Summary Statement, I paid $1,533.32 from May 25, 2013 to February 13, 2015. However, after applying my payments to the correct apartment, PEPCO insists I still owe a remaining net amount of $2,427.27. Please justify why I owe so much more than what I already paid!Furthermore, I should not have to pay additional money. Assuming the remaining balance of $2,427.27 is correct, I was never afforded the opportunity to reduce my apartment’s electricity use. For instance, perhaps Meter # [redacted] has malfunctioned or I could have not run certain electrical devices. PEPCO should give me the following:· Stop the automated bill pay for my account. I cancelled the last one because the charges were for over $2000.· Give me a monthly itemized listing of my payments against actual amount due. I need to know how much I was under-billed each month since April 2013· Give me a maintenance report on Meter # [redacted].
Regards,
[redacted]
February 25, 2015Dear [redacted]:This is in response to your inquiry on behalf of [redacted], regarding the accuracy of his bill issued on January 28, 2015, as compared to his bill issued on December 22, 2014.On December 22, 2014, a bill was issued for the service period from November 18, 2014...
to December 17, 2014, for 754 kilowatt hours in the amount of $37,98. This amount represented the Pepco Distribution charges only. The customer's third party supplier ([redacted]) charges were not provided to us and therefore were not reflected on the bill. A message was printed on page three of the invoice, advising the customer to expect these charges to be reflected on the next statement.On January 28, 2015, a bill was issued for the service period from December 17, 2014 to January 26, 2015, for 1509 kilowatt hours in the amount of $285,23. This amount represents the charges for bothPepco and [redacted] for the current service period only, from December 17, 2014 to January 26, 2015.The customer has not been billed for any charges from [redacted] for the period from November 18, 2014 to December 17, 2014. We have confirmed that the kilowatt hour usage data was electronically transmitted to the supplier for billing; however, Pepco cannot address any third party supplier billing issues. The customer will need to contact [redacted] to inquire about the status of the billing for this service period.I hope this information is helpful in addressing [redacted]'s concerns.Sincerely,Linda B